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Omar Cruz
Looking for a jobSenior Quality Assurance & Operations Supervisor
Operations Generalist at Seis who improved CSAT from 80% to 98% and reduced errors from 7% to 3%.
PeruSenior Quality Assurance & Operations Supervisor at Seis
Experience
Senior Quality Assurance & Operations Supervisor
Owned day-to-day operational execution for a 35+ member remote team, ensuring smooth coordination across support, onboarding, and internal workflows. Designed and implemented SOPs and internal documentation, reducing onboarding time by 30% and increasing process consistency.
ZendeskIntercomJiraPostmanMixpanelConfluenceSlackNotionGoogle WorkspaceSOP DevelopmentRoot Cause AnalysisProcess Improvement
Customer Operations Supervisor
Oversaw daily operations across customer service and sales, ensuring SLA compliance and service consistency. Structured follow-up processes and customer journeys, improving retention by 15%.
Customer ServiceSLA ComplianceProcess ImprovementDocumentationWorkflow Optimization
Operations & Customer Experience Support
Supported multi-channel operations, ensuring consistent service delivery and accurate information management. Improved reporting accuracy by 18% through validation processes and structured data handling.
Multi channel OperationsReportingData ValidationOnboardingTraining
Education
Universidad Nacional del Altiplano
Master's studies in Accounting, Marketing and Administration at Universidad Nacional del Altiplano, completed in October 2023.
Master's studies in Accounting, Marketing and Administration at Universidad Nacional del Altiplano, completed in October 2023.
Universidad Nacional del Altiplano
Bachelor's degree in Tourism with a focus on Business and Management, completed in December 2018.
Bachelor's degree in Tourism with a focus on Business and Management, completed in December 2018.
TECSUP
Software Developer program at TECSUP in Lima, Peru.